Stalled during installation

Guardsmith
Guardsmith
Community Member
in Mac

I've uninstalled 1Password 7 to try and fix another issue, but now it stalls on installation.

?

1Password Version: 7.4.1
Extension Version: Not Provided
OS Version: Catalina 10.15.1
Sync Type: Not Provided

Comments

  • ag_ana
    ag_ana
    1Password Alumni

    Hi @Guardsmith! Welcome to the forum!

    Can you confirm whether you are trying to install the app from our website, or from the Mac App Store instead?

  • Guardsmith
    Guardsmith
    Community Member

    Hi!

    I’m trying to install from the App Store.

    Dan

  • Ben
    Ben

    Hi @Guardsmith

    I'd recommend giving the Mac a reboot and then seeing if the download completes. Otherwise, I'd suggest downloading from our website instead:

    Download for Mac

    Ben

  • Guardsmith
    Guardsmith
    Community Member

    Thanks, Ben! I'll give that a try.

  • Guardsmith
    Guardsmith
    Community Member

    Well, it's now installed, but I'm back to my original issue: the Safari extension isn't working. When I open Preferences, the extension appears, but it's unchecked. When I check it, the 1Password button appears in the Toolbar, but clicking on it does nothing. Opening 1Password mini while at a website results in a generic screen advising me to enable the extension, and if I quit Safari and reopen it, the extension is unchecked again.

  • rudy
    rudy

    @Guardsmith,

    If you navigate to 1Password -> Preferences -> Browsers is the "Always keep 1Password Extension Helper running" preference turned on?

  • Guardsmith
    Guardsmith
    Community Member

    Yes, it is, and just to be thorough, I turned it off and then on again; that didn't fix the problem. I also turned it off, rebooted and then turned it on again and rebooted again. That did not fix the problem either.

  • ag_ana
    ag_ana
    1Password Alumni

    @Guardsmith:

    Can you please try quitting 1Password completely (right-click on 1Password mini in your menu bar on the top right of your screen > Quit 1Password Completely) and see if the extension starts working again after you launch 1Password again?

  • Guardsmith
    Guardsmith
    Community Member

    I just tried it, and the extension is still not working.

  • Ben
    Ben

    I'd like to ask you to create a diagnostics report from your Mac:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed to support+forum@agilebits.com.

    With your email please include:

    • A link to this thread: https://discussions.agilebits.com/discussion/comment/536791/#Comment_536791
    • Your forum username: Guardsmith

    That way I can "connect the dots" when I see your diagnostics in our inbox.

    You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here so I can track down the diagnostics and ensure that this issue is dealt with quickly. :)

    Once I see the diagnostics I'll be able to better assist you. Thanks very much!

    Ben

This discussion has been closed.